SANTIAM

RESTAURANT

Culinary Arts Department Linn-Benton Community College

September, 2010

TELEPHONE INSTRUCTIONS

Santiam Restaurant 541-917-4392

Security 411 Chef Scott 541-917-4388

Laurie 541-917-4391

A.M. Press ACall Fwd.@ button to take phone off call forward.

Take messages off voice mail and record in reservation book:

Press AVoice Mail@ button (the password is 4392)

Write down the information on scratch paper then record in reservation

book in pencil.

Call and confirm the reservation.

Delete the message when you have all the information.

P.M. Press ACall Fwd.@ button to put phone back on call forward. This will

automatically send all incoming messages to Voice Mail.

Information Needed: USE PENCIL TO RECORD IN

RESERVATION BOOK!

1. Date

2. Time

3. Number in party

4. Name of party

5. Party=s phone number

6. Special Requests

DO=S:

1. Smile when answering, be friendly.

2. Identify establishment and yourself

3. Suggest alternative date if full

4. Be professional

5. Thank customer for calling.

6. ALWAYS USE PENCIL IN RESERVATION BOOK.

DONT=S:

1. Don=t say Aya@, Auh huh@, Ayep@, or Ayou guys@. 2. Never use pen in the reservation book

3. Don=t use the phone for personal calls.

TRADITIONAL DINING ROOM BRIGADE

1. Maitre d= hotel Master of the House

Food and Beverage Director

2. Chef de Sal Headwaiter

Maitre d= in charge of whole dining room

3. Chef de Rang Captain

In charge of one station

4. Demi Chef Helps seat party (pulls out chairs, etc.)

Presents menu, takes order, prepairs all table-side items

If no Sommelier, sells and serves wines

5. Commis de Rang Front waiter

Condition of table, assists chef de rang, serves all food

6. Commis de Suit Back waiter

Brings food from kitchen to dining room; responsible for

mise en place

7. De Barrasseur Bus person

Santiam

Restaurant

Front of the House

List of Supplies

(Front of House)

White Shirt or Blouse (long sleeve, long tail, clean & pressed)

Black Pants or Skirt (office professional length)

Black Bow Tie

Black Shoes (clean)

(Close toed, non slip, stable platforms no higher than 1 1/2 A high.

Able to be cleaned and polished)

Dark Socks or Stockings

Pen

Breath Mints (for use after tasters)

Santiam Packet

PERSONAL HYGIENE - MANAGER

PERSONAL HYGIENE

Every professional in the Culinary field must be aware of the necessity of maintaining a high

standard of personal hygiene. The following standards are mandatory:

Hair:

While in Dining Room Service class, hair must be pinned, braided, or short and neat and

clean.

Beards & Mustaches:

Students without beards and mustaches must be clean shaven at all times. (Keep razor in

locker if necessary) Beards are not to protrude more than 2 inch from the face and must

be neatly trimmed and clean. Mustaches must be trimmed so they do not grow below the

lips.

Hands:

All persons must wash their hands upon entering Food Service area. It is necessary to

wash hands between stations throughout the kitchen. It is always necessary to wash your

hands after using the restroom. No nail polish of any kind may be worn.

Jewelry:

For safety and sanitation reasons, NO rings, bracelets, or watches may be worn on hands

or arms in the food preparation areas. Additionally, other jewelry must be safe and of a

conservative nature. Earrings must be small (post style) NOT dangling. Pierced jewelry

must be of small post style, conservative, and cannot create any safety or sanitation

hazard. There will be NO apparent tongue jewelry allowed in the Dining Room, i.e.,

jewelry that impedes speech, produces clicking noises, etc.

Uniform: Required in full.

Shoes that are clean, close toed, non slip, and stable platforms that are no

higher that 1 2@ high)(NO tennis shoes) You may also wear clean kitchen

shoes.

Socks or hose

Slacks or Skirts - office professional length.

Shirt or Blouse - Must be clean and pressed.

It is always appropriate to wear first-year, front-of-the- house dining room clothes.

Optionally, you may wear dress clothes appropriate for a fine dining restaurant. Please

consult with dining room instructor for guidelines prior to the start of your rotation.

SANTIAM RESTAURANT

PERFORMANCE STANDARDS

*Student must be able to consistently and satisfactorily serve 12 to 15 guests.

*Student must be able to communicate accurately, clearly and confidently with customers, staff and fellow students.

*Student must be able to understand and utilize all monitoring and control systems appropriate to the operation of the Santiam.

*Student must demonstrate skill in the use of all equipment.

Appetizers

SPANISH CROQUETAS with TOMATO SAUCE one ninety-five

PATÉ MAISON two twenty-five

Entrées Á la Carte

Add $1.25 for Soup or Salad

CLASSIC MUSHROOM-SWISS BURGER

French Fries five fifty

GRILLED CHICKEN WRAP

Cheddar Cheese, Lettuce, Tomato, Cream Cheese, Spinach Tortilla five fifty

HAZELNUT-CRUSTED CHICKEN STRIPS

French Fries and Two Sauces five ninety-five

BEER BRINED GRILLED CHICEN BREAST

Flour Tortilla Boat, Black Beans, Corn and Pepper Salsa, Sour Cream six fifty

HAZELNUT PENNE PASTA with ITALIAN TOMATO-BUTTER SAUCE

Sautéed Zucchini, Parmesan Cheese, Hazelnuts four ninety-five

ADD CHICKEN six ninety-five

**********

Served with your choice of Soup or Salad

Á la Carte subtract $1.25

SPECIALS CHANGE DAILY

********** POACHED SALMON with FRESH FENNEL, TOMATO and POTATO

eight fifty

GRILLED FLAT IRON STEAK with SAUCE MARCHAND de VIN

Smashed Potatoes and Vegetable eight fifty

ITALIAN PORK SCALOPPINE alla MARSALA

Mushrooms, Asiago Cheese, Pine Nuts Polenta and Vegetable

seven seventy-five

Desserts Desserts Change Daily two seventy-five

Beverages Coffee/Decaf one forty Hot Tea ninety-five Iced Tea/Soft Drink one forty

Accompaniments Dinner Salad two-fifty Side Salad one-fifty Cup Soup one fifty Bowl Soup two-ninety

Fall 2010

Santiam Restaurant

Santiam Restaurant

Double Shot Espresso

Caffè Latte

Caffè Mocha

Cappuccino

Caffè Americano

White Mocha

SANTIAM RESTAURANT OPERATIONS

GREETING CUSTOMERS:

1. Always greet guests promptly, don't make them stand at the door.

2. Welcome guests to the Santiam Restaurant.

3. Inquire as to whether or not they have a reservation. If they do, ask for the name

the reservation is under.

If they don't, ask how many people will be in their party. If you can't seat them

right away, let the guests know how long the wait will be.

* Always be sincere!!

SEATING CUSTOMERS:

1. Check the reservation book to see which table has been reserved for the party -

guests should not be seated at a table already reserved for another party.

2. Seat customers around the perimeter of the room first

if it=s for a two-top. Try to avoid the two-tops against the wall. Seat larger parties

at the tables closest to the windows. These are the preferred seats. If there is a

party that is larger than average, depending on the number in the party, it is

appropriate to use the tables in the back row to accommodate them.

TAKING RESERVATIONS BY PHONE:

1. Always answer the phone within two rings if possible. Courteously greet the

caller:

"(Good morning/Good afternoon), Santiam Restaurant. (Name) speaking,

may I help you?"

and record the following information in the proper slot on the reservation

sheet: USE PENCIL ONLY

* Date of reservation

* Number of persons in party

* Time

* Name of party

* Campus extension number or phone number

Confirm information by repeating it back to the caller. Thank the caller.

HOW TO TAKE AN ORDER:

1. Ask customers if they are ready to order. Speak clearly and loud enough for them to hear

(don’t mumble). You may need to inform them of any specials of the day that are not on

the menu such as soup of the day or an appetizer that is not listed. They may need more

time. Ask them if they have questions about the menu. You may want to suggest an

appetizer.

2. Ask guests if they would like one check or separate checks and make a notation on your

order sheet. This will be an important time saver at the end of the meal when you are

getting the bill/bills ready.

3. Fill in your name, table number, and number of guests at the top of the order sheet. Be

sure to write so EVERYONE can read your writing. Press hard enough for the second

copy to be legible.

4. When you begin taking the order, start with the person seated at position #1. This is

usually the person that is closest to the entry door of the restaurant. Continue around the

table clockwise by position number (#2, #3, then #4). When you become comfortable

with taking orders you may start with either the host or the ladies in the party, but be sure

to keep the seat numbering sequence on your order sheet. This will help your team

members or anyone else who is going to assist you

5. Use the white top part of the ticket for your working copy. You can keep it in your apron

pocket. The yellow part of the ticket should be put on the rack beside the cash register so

it can be referred to by the Manager if necessary.

Guest Check Sample:

Server Name: Table: No.of Guests:

Seat

App

Entree

Soup or

Salad

Bev

Dessert

1

2

3

4

5

6

7

8

9

10

11

12

13

TAKING AN ORDER TO THE KITCHEN

1. After taking the table's complete order, enter it into the cash register/computer. Make sure

you have the complete order (Beverage, Appetizer [if ordered]; Soup or Salad; and Entree)

and enter the complete order in the cash register at one time. Call Aorder fire table #...@ in a

loud voice to the expediter.

If there is an appetizer ordered, call Aorder only table #..@ Use your OUTSIDE voice; the noise in the kitchen is very loud.

Make sure the Expediter heard your call. Eye contact works!

If you don=t get a response back, call it out again. Make sure

someone hears you.

If there are any special orders, i.e., sauce on the side, substituting vegetables, etc., you are

able to type them into the computer, but it is also a good idea to let the expediter know by

telling them ASpecial instructions@.

PICKING UP ENTREES

1. Your name will be called by the expediter.

2. Make sure you get the correct food for your table! Check the food against the ticket and

make sure it is correct.

3. NEVER take food from the window without the Expediter=s knowledge. You may be taking

the wrong food.

4. Work with the expediter. Follow the order of the food on your ticket and remove food from

the window to your serving tray in order of the seating arrangement.

A. Make sure the food in the window matches your ticket.

B. Make sure the rim of the plate is clean.

C. Make sure any special instructions were followed.

D. Only talk to the expediter when you need to ask a question about food! Do

NOT talk to the students who are preparing the food!

5. When you have completed taking your food from the window, you or the expediter will stab

the ticket on the spindle.

BASIC STYLE TECHNIQUES OF SERVICE

1. Serve food from the left of the customer with the left hand.

2. Remove dishes from the right with the right hand.

3. Water and beverages are served from the right with the right hand.

4. Exceptions to the above rules:

* Customer safety and convenience (not your own)

* Tables against the walls

In these special cases, use "Cross Arm Service". Use your right hand to serve and clear guests seated

at the left. Use your left hand to serve and clear guests seated at the right.

SERVICE TIPS

1. When you serve a green salad to a guest, return with the pepper mill to offer them freshly

ground pepper for their salad.

2. Every stemmed glass that comes in to the Dining Room comes on a "liner" (a 6" plate with a

doily).

3. Soup cups and coffee cups are served on saucers with NO DOILY.

SEQUENCE OF SERVICE

Water and Rolls w/Butter should be brought to the table immediately after seating the customer

Appetizer with an appetizer fork, or mini appetizer fork for seafood

Soup or Salad (Remove extra unused silverware, i.e., if having soup, remove salad fork, and if

having salad, remove the soup spoon)

Entree

Dessert with a chilled fork or spoon

Guest check, comment card, pencil on a tip tray.

NOTE: Whenever new flatware is brought into the dining room, it should always be placed in a linen

napkin Apocket@. It should be removed from the pocket, and should be placed on the table BEFORE

the food is set down.

SUMMARY OF OPERATIONS

Greet and seat guest - present menu. Never leave a menu on the table. Hand each guest a menu

individually.

Give guest water. You may ask if they want coffee or some other beverage, or you may wait and

take the beverage order when you take the food order.

Give guest bread & butter.

Take order - clear menus and return them to the Greeters Stand.

Enter order into Cash Register/Computer and call order to expediter.

Send out first course and beverage. (This will either be an appetizer OR soup/salad)

Clear first course.

Bring out the next course. This may be either the salad course OR the entree.

Check back to table - How is everything?

After entrée, clear entree plates, bread basket, and butter plate. Table should be completely clear of

all clutter. Only water glass and coffee cup should be left.

Take out dessert tray - sell dessert.

Serve dessert along with appropriate chilled silverware on a napkin lined tray.

Remove dessert plates.

If you haven=t already asked about separate checks, now is a good time to do so. Never assume that

there is going to be one check for the entire table.

Present check, comment card and pencil on tip tray.

Tell guest that you will be their cashier.

Pick up money, ring it in to the register and return any change due

(even if you suspect that the change will be the tip)

Thank guest for coming in!

Put any tip left into the tip basket kept at the Greeter's stand

ORGANIZATION & GENERAL THOUGHTS

1. ATTITUDE is extremely important in the Santiam Restaurant! The ambiance of this

dining room is created by YOU. Teamwork is of the utmost importance. Cheerfully help

each other. SMILE!

2. Study the menu! Know what each item is, how it is prepared, and how it looks on the plate.

In your "spare time" you could be quizzing each other on the menu.

3. It is important to put things in their proper places when you are done with them so they'll be

there when you need them; i.e. trays, garnishes, pens, etc.

4. Keep the area next to the cash register clean and all the tools you need available and in their

places; i.e., stapler, calculator, pens, etc.

5. If you make a mistake, correct it immediately. Don't stand around and worry about it - get

it corrected! If you need help doing so, ask for it.

6. If you're having trouble, don't let it go on. Come and let us know before it becomes a

disaster. As circumstances pile up, you can easily be "buried" here. It's easier to correct a

mistake before it snowballs into a complicated mess.

7. If you have a complaint or concern, come discuss it with us. We don't want to hear from

someone else that you have a problem.

SANTIAM RESTAURANT Things to do when there is nothing to do: Before service: 1. Check the dining room to see that everything is set up properly.

- are the tables set correctly? - are there desserts in the display?

2. Make sure you know your section for the day, and are familiar with the daily specials 3. Memorize the menu and know how everything is prepared and the ingredients used. 4. Is the chalk board of daily specials completed? 5. Are the coffee pots & water pitchers full and in the dining room (before 11:00)? During service: 1. Check the dining room!

fill water coffee clear dirty dishes ask customers if everything is satisfactory re-set dirty tables

2. Carry bus tubs full of dirty dishes to the Dish room. 3. Ask the other servers if they need any help with their section. 4. Ask the manager(s) if they see anything that needs to be done.

Santiam Restaurant

Waitstaff

Duties

RULES FOR THE DISHROOM MORNING: In the morning it is your responsibility to pick up any Santiam dishes that weren=t put away the night before by the dish room staff. Bring a cart with you. Go to the dish room and get all clean Santiam glasses, coffee cups, silverware, etc. Clean dishtubs are located under the Garde Manger station. Take a grey tub to the dish room and get a squirt of Silver Power. Take it to the Santiam prep area and add hot water. Insert a slotted silverware holder into the grey tub. This is for the steak knives. DO NOT EVER put steak knives in the tub with the regular silverware (for obvious reasons). We do not want anyone to cut themselves when emptying the silverware tub. Silver bullets will go into the white dish tub, which should also be filled with plain hot water - no soap. Set out two dark green tubs for soiled dishes, one empty rack for glasses and one empty rack for coffee cups ( which goes on the shelf above the green tubs). The rest of the green tubs go on the bottom shelf in the Santiam pantry area. AFTERNOON - End of Service: DISHES: Clear them off as much as possible. Do not overstack the dishes in the

tub. It can become very heavy and cause accidents. Take the tub to the dish room and put them on the deck.

SILVERWARE: Take the tub of silverware with the round container of steak knives to the

dish room and put them on the deck. BULLETS: Take the tub for the bullets to the dish room and place it on the deck. GLASSES & COFFEE It is our responsibility to send the glasses and coffee cups CUPS: through one wash cycle. All glasses, coffee cups and silverware MUST

go through the dishwasher twice. When they are taken to the dish room, one glass and one coffee cup should be turned right side up. This is an indicator to the dish room staff that the rack has gone through once. Once you have sent the rack through the dishwasher, the dish room staff will send it through the second time.

WATER PITCHERS: Take them to the dish room and place them on the deck of the dishwasher. COFFEE CARAFES: Rinse them out and place them upside down on a paper towel by the

coffee maker. COFFEE AIRPOTS: Rinse them out and leave them in the area by the coffee maker.

SANTIAM RESTAURANT WAITSTAFF

OPENING

1. One four-top table should be completely set up by 9:30 in case we have an early guest.

2. Set up the dessert display cart in the restaurant by 10:30 a.m.

3. Fill dressing pitchers with Ranch, Honey Mustard and Blue Cheese. Make sure you

label them. Put in lower reach-in. Make sure cruets are clean and filled with oil and

vinegar.

4. Whip butter (add a little salt to taste, and a small amount of cold water) to make it light

and fluffy. Get a pastry bag from the Bakery and pipe out some butter into ramekins. Be

sure to clean up after yourself. If your table has more than 2 people, you can take out

more ramekins. Know reservation numbers so you will have enough for service.

5. Put one quart of half/half in the lower reach-in for coffee.

6. Put 2 pints of skim milk in the lower reach-in refrigerator.

7. Make one container of iced tea (one large tea bag, let steep 5 minutes) in a plastic pitcher.

Put pitcher in a tub of ice for chilling. Before service, pour iced tea into carafes and put

them into the stainless tub filled with ice. Take into dining room.

8. Prepare lemon wedges for drink garnishes (ice tea and lemonade).

9. Place the special drinks,(mineral water and Snapple Lemonade) in the lower reach-in.

10. Turn on roll warmers on line to 150˚. Get a set of tongs and hang them on the bar next to

the roll warmer.

11. Put napkins in the baskets for the rolls.

12. Set up bus station - 1 glass rack, 1 coffee cup rack, 1 small tub for silverware (with

plastic holder for steak knives, and hot water and Silver Power), one small tub for bullets

(with hot water), and 2 large bus tubs.

13. Put some spoons & forks in the walk-in to chill for dessert service.

14. Find out your section from the manager, locate and memorize your tables for the day!

15. Study the daily menu and memorize it.

16. Write the daily specials on the blackboard. This is a tool for the use of the cooks and

wait staff during service so be sure to write so it can be easily read.

17. Know the Specials! Memorize them so you can talk about them to the customers.

18. Know the names of the Desserts so you can talk about them to the customers.

19. Make a list of the desserts to hang by the cash register.

20. Make an airpot of Regular coffee and Decaf coffee. Warm the carafe’s with hot water,

but do not fill until 10:30, unless there are customers that have come in early for pastries

and coffee. Have all coffee carafe’s (3), and water containers (5 water pitchers wrapped

with napkins) filled, and in the restaurant by 10:45.

21. Set up a small bucket with hot water and sanitizer in the sink with 2 bar towels.

SANTIAM RESTAURANT WAITSTAFF

CLOSING

1. Take all dirty dishes back to the dish room.

2. Wash down all counters and trays with sanitizer.

3. Clean out sink.

4. Check with Bakery instructor regarding desserts.

5. Clean out reach-in where salads are stored for service.

6. Cover butter tightly and put in reach-in refrigerator.

7. Take the dessert display tray out of the dining room and break it down.

8. Turn off roll and line warmers, (take left-over rolls to front line roll warmer).

9. Wipe down the line counter with sanitizer.

10. Take dirty linen bag back to laundry room, and replace with a clean one.

11. Check with Manager once everything has been done. Your Manager will release you, but

DO NOT leave until someone formally releases you.

Santiam Restaurant

Dining Room

Speech

DINING ROOM SPEECH

During dining room rotation, all first year students will be required to give a five

minute speech. This will partially fulfill your requirement for interpersonal

communication as part of your degree. You will be required to turn in an outline

after your speech. You may use flash cards, but please do not read your speech.

Some suggestions for your speech are listed below. Your subject chosen should be

dining room related. If you don=t see something on the list, please feel free to

choose another subject that is fitting for the dining room.

Suggestions for Speech:

Stemware: Purchasing

Care

Items no longer in use

Linens: Purchasing and/or Care

China for Restaurants

Flatware for Restaurants

Tableside Cooking and/or Service

Carving Techniques

Wine Service

Finger Bowls

Crumbing

Japanese or Chinese Tea Service

Cigars

Liquors or Cordials

Don't let them see you sweat!

Survive speaking in front of a group (by Tim O'Brien, Knight Ridder/Tribune News Service). Based on a survey he had conducted, Brian Tracy says "40 percent of the population fears public speaking more than death. Now that is a startling statistic! Do you cringe at the prospect of speaking in front of others? Does just the idea of it put knots in your stomach and give you sweaty palms? You are not alone. Many people have difficulties speaking in front of groups. Effective speakers become authority figures. They command respect. They have the forum and opportunity to express their ideas and to make their point of view known. I do remember feeling very nervous when I first began giving seminars and keynote addresses. I still get a twinge of nerves right before I walk to a podium and pick up the microphone. That is the moment of honesty: Did I prepare well? The feeling passes quickly once I begin. Here are 10 tips and ideas I have found, through experience, that help me to be a calm and confident public speaker. 1. Speak with a slightly lower voice (a note or two) than normal - well paced, not rushed or high pitched. Find a speaker or broadcaster that you believe does a good job, then model their voice and pacing. Work to sound both professional and sincere. 2. Exude confidence. Have an air of competence and authority, but not arrogance. Put the audience at ease with your demeanor. Smile and make eye contact. 3. Practice your speech in front of a mirror first. After you know the speech well, ask others to watch and listen. Videotape yourself while you practice, if possible. Watch your gestures. How do you look and sound to yourself? Be realistic and fair when watching yourself. 4. Have an outline of your speech, not a full script. If you have a full script, you will find that you read, rather than present your speech. List major points, details and statistics you want to convey. If you write every word, you will sound and appear mechanical. 5. Realize that the worst that can normally happen to you is the people will boo or laugh. If you know your material, have practiced it several times, and you are in front of the correct audience, the worst is not likely to happen. Prepare well and then do your best. 6. Use your voice, facial expressions and hand gestures for impact.

7. Organize your material to maintain the interest of your audience. Use pauses like white space and punctuation on a page. Watch comedians. They create humor through juxtaposition and timing. Humor often helps a speech. Be careful not to over use it. Not every topic is humorous. Be a knowledgeable speaker first, then an entertainer second. 8. Use short sentences and short words. A speech is not the place to impress with a vocabulary not shared by all. Use colorful, descriptive words. Use exact words wherever the potential for confusion or misunderstanding exists. Avoid slang, clichés and overly technical terms. 9. Remember your goal for speaking: to impart ideas and knowledge to your audience. Your purpose is not to prove how great you are. Do a good job and the audience will notice and appreciate your effort. 10. Allow yourself to enjoy the experience. Public speaking can be very rewarding, fun and exhilarating. If you start with short speeches to small groups, you will soon learn it is just as easy to speak to thousands. Relax, and be confident, you can do it.

Presentation Guidelines for Santiam Dinning room, First Year Students

Overview: The oral presentation in the Santiam restaurant serves several educational goals. One goal is for students to learn and practice the presenting of information to a group, incorporating proven techniques of public speaking. Students also learn from researching in depth a subject related to “front of the house.” Through the presentation all students learning is enhanced. Overall, the goal is to expand all students’ understanding of the tremendous skill and knowledge available to go beyond fundamental table service within the front of the house portion of the industry. Requirements: The presentation must be directly related to the front of the house. For example: history of service techniques, specific traditional service of items from classical or other ethnic cuisines, tableside cooking or carving, tableside drink preparation, wine service or marketing, etc. Other acceptable topics could be current trends in service, or front of the house management systems such as advanced computerized reservation systems. The presentation needs to be more than just a demonstration. It should include background information, information on how a person could learn more about the subject, examples of restaurants or industry situations that are/would use this item, product, or ideas. Presentations should be between 5-10 min. in length, and may include “props”, media, or other visual aids. You will be required to turn in a written outline at the end or your presentation. The included Cliff Notes are provided to help you to understand good presentation practices.

“CLIFF NOTES” for PUBLIC SPEAKING In response to requests from faculty during the Curriculum Planning session on Wednesday, September 22, the Performing Arts Department has prepared some “Cliff Notes” to help those instructors who require oral presentations in their classes. We hope you find the attached guide as useful as we found our discussions with you productive. Thank you. Performing Arts Department Speech Communication Linn-Benton Community College September 24, 2004 Page 1 of 4

TYPICAL CRITERIA FOR EVALUATING PUBLIC SPEAKING The average presentation (grade C): 1. Conform to the type of presentation assigned (process, informative, persuasive, etc.) 2. Be ready for presentation on the assigned date. 3. Conform to the time limit. 4. Fulfill any special requirements of the assignments (i.e. working outline, presentation aids, conducting an interview, etc.) 5. Have a clear specific purpose and thesis statement. 6. Have a clearly identifiable introduction, body and conclusion. 7. Demonstrate reasonable directness and competence in delivery. 8. Be free of serious errors in use of language. The above average presentation (grade B): should include the above and the following. 1. Deal with a challenging topic. 2. Fulfill all major functions of an introduction and conclusion. 3. Display clear organization of main points and supporting materials. 4. Support main points with evidence that meets the tests of accuracy. 5. Exhibit proficient use of connectives (i.e: transitions, internal previews, internal summaries, and signposts.) 6. Be delivered skillfully enough so as not to distract attention from the speaker’s message. The superior presentation (grade A): should meet the preceding criteria and also: 1. Constitute a genuine contribution by the speaker to the knowledge base of the audience. 2. Provide a complete fulfillment of the speaker’s stated general purpose and presentation type: (i.e. process, informative, persuasive, special occasion, etc.) 3. Sustain interest from the audience. 4. Exceptional vividness through the use of language. 5. Be delivered in a fluent, polished manner that strengthens the impact of the speaker’s message. Below average presentations are considered to be seriously deficient in the criteria for the “C” presentation. Page 2 of 4

GENERALLY ACCEPTED FORMAT FOR ALL PUBLIC

PRESENTATIONS/SPEECHES ______________________________________________________________________________ All presentations, long or short, delivered to large or small audiences and regardless of type have three basic components: Introduction, Body, and Conclusion. Listed below are the basic ingredients for each section. INTRODUCTION (Function: Prepare the audience to receive the message.) 1. Gain the attention of the audience. 2. Thesis Statement (A clear, declarative sentence which states topic and purpose.) 3. Provide the audience with a reason to listen. 4. Establish speaker’s credibility. 5. Other, if needed: define terms, preview the body of the presentation. BODY (This is the message and is typically organized by standard outline practices.) I. Presents the Main Points. II. Organizes the Main Points in a logical pattern. III. Provides supporting material to each Main Point. A. Utilizes statistics. B. Utilizes examples. CONCLUSION (Provides “closure” to the presentation.) 1. Re-state or paraphrase the thesis. 2. Summarize and/or paraphrase the Main Points. 3. Leaves the audience with something to think about (i.e. “final thought” or “exit line.”) ____________________________________________________________________________________________ The style of speaking that is universally taught in all Fundamentals of Speech courses is called Extemporaneous Speaking. What follows is an explanation of this style from the current textbook being used by all SP111 classes at LBCC: “Speaking extemporaneously falls somewhere between impromptu and written or memorized deliveries. In an extemporaneous speech, you prepare well and practice in advance, giving full attention to all facets of the speech - content, arrangement, and delivery alike. Instead of memorizing or writing the speech word for word, you speak from an outline of key words or phrases, having concentrated throughout your preparation and practice on the ideas that you want to communicate. Most speeches are delivered by extemporaneous delivery than by any other method. Because extemporaneous speaking is the technique most conducive to achieving a natural, conversational quality of delivery, many speakers consider it to be the preferred method of the four types of delivery. Knowing your idea well enough to present it without memorization or manuscript gives you greater flexibility in adapting to the specific speaking situation. You can modify wording, rearrange your points, change examples, or omit information in keeping with the audience and the setting. You can have more eye contact, more direct body orientation, greater freedom of movement, and generally better control of your thoughts and actions than any of the other delivery methods allow.” A Pocket Guide to Public Speaking, O’Hair, D. Rubenstein, H. & Stewart, R., Boston:Beford/St. Martin’s (2004) page 107. Page 3 of 4

SAMPLE SPEAKER EVALUATION FORM Speaker:_______________________________ Topic______________________________ Presentation purpose: Process, Informative, Persuasive, Special Occasion, Other____________ ______________________________________________________________________________ Introduction: Comments _____Gained attention and audience interest? _____Clear statement of purpose and thesis? _____Explained why this topic is important? _____Established speaker’s credibility? _____Previewed main points? Defined terms? _____Adequately prepared audience for body of presentation? ____________________________________________________________________________________________ Body: Comments _____Main Points clearly presented? _____Supporting information provided for each main point? _____Sources acknowledged? _____Transitions? _____Presentation aids effectively used? ____________________________________________________________________________________________ Conclusion: Comments _____Indicated that the conclusion is imminent? _____Restated or paraphrased the thesis and main points? _____Left audience with a final thought? _____Provided a sense of finality? ____________________________________________________________________________________________ Delivery Skills: Comments

_____Voice? _____Physical presentation? _____Distractions? _____Speaker commitment and enthusiasm for topic? ____________________________________________________________________________________________ General Comments: _____Presentation effectively adapted to audience? _____Appropriate use of language? _____Within time limit? _____Impact upon the audience? Page 4 of 4 Grade:_________

Santiam Restaurant

Student Manager’s

Duties

SANTIAM STUDENT MANAGER'S DUTIES

The Santiam Manager rotation has several key components. Although the daily management of

the restaurant is primary, there are also daily tasks and responsibilities which include the training

and education of the wait staff (first year students.) See the list of duties. This should be done

in a manner that reflects ownership and/or management status of a restaurant. Each day should

include a training activity that requires active participation from the manager, and at least two of

these sessions should require research and prior preparation that MUST be approved in advance

by your instructor. See list of “House Manager Projects”

Also required, is the active promotion of the restaurant. As Manager, it will be necessary to

promote new business and develop a promotion plan that is targeted to an agreed upon

demographic market (see your instructor). All promotions MUST be approved and any

communication with “outside” sources (newspaper, radio, other departments etc.) must be

approved in advanced! The promotion may be executed upon approval of the instructor.

Note: The promotion MUST be started during the Manager’s rotation, but does not necessarily

need to be completed until later, but MUST be completed in order to get credit on your grade.

Uniform: Required in full.

Shoes that are clean, close toed, non slip, and stable platforms that are no higher that 1 2@ high)(NO tennis shoes) Socks or hose Slacks or Skirts - office professional length. Shirt or Blouse - Must be clean and pressed.

Ties must be worn unless prior approval is received.

It is always appropriate to wear first-year, front-of-the- house dining room clothes. Optionally, you

may wear dress clothes appropriate for a fine dining restaurant. Please consult with dining room

instructor for guidelines prior to the start of your rotation.

Attention to the following guidelines will help Managers assist their people reach peak

achievement:

1. Set clear, well defined and reasonable goals. Be sure they are attainable and that

the workers understand and accept them.

2. When discussing goals, encourage your staff to offer ideas and suggestions and

review them. Involve them and let them share in creating ideas that relate to their

goals.

3. Assure the staff that management believes in them and has confidence in them.

The need for feeling secure and believed in is an important psychological need and

will help workers perform better.

4. Give your workers the opportunity to achieve. Achievement in itself is a great

motivator.

5. Show them how and why they are doing useful work.

6. Praise your workers when it is deserved. Be honest in your praise.

Front-of-the-House Duties (Maitre d'hotel):

Review the entire Santiam Packet. Pay close attention to the details on the

"Opening" and "Closing" lists. You are responsible for all of these details and to

see that your staff has completed all of the listed duties.

First thing each morning go to the office and get the till and take it to the cash register.

Switch the phone line into the Santiam in the morning, (Instructions to do this are beside the

telephone in the Santiam.) Monitor the voice mail and record any reservations that came in while

the restaurant was closed.

Take reservations and chart them on the room map for the day.

The dining room should be set up by 9:30 a.m. when we open for business. If that is not possible

for some reason, make sure at least one table is set for early patrons.

Once the dining room is open for business, there must always be a staff member in the room

Oversee the set-up of the dining room. Make sure the tables are set properly; be meticulous!

Be sure that everything is clean, filled, and in it’s appropriate place.

Check: silverware glasses

plates tablecloths

salt & pepper table decorations

chairs

The dining room music is also your responsibility. Soft music is the preferred music played at a

comfortable and non-intrusive decibel level. This requires constant attention.

If any of these things are not up to standard, notify the servers that the dining room needs to be

checked and have them find and fix the problems. Monitor and make sure the “fix” happens.

Keep the linen cabinet in the dining room stocked - NO plastic wrap in the cabinet! Extra linen is

kept on the metal rack in the storage room by the ice machines.

It is the manager’s responsibility to go to the instructor and find out what the specials of the day

are. Find out how the specials are prepared and ask questions if necessary, i.e., pronunciation of

words, gluten free items, dairy or nuts, etc. Prior to service, hold a meeting with the wait staff

and brief them on the menu. Encourage them to ask questions on any unique items. If you don’t

have an answer, research, then report back to them.

Go over the desserts with the wait staff. Ensure that the list is correct and all samples are on the

dessert tray.

Divide the dining room into sections and assign each section to a server.

You are the primary person who greets and seats the guests. Be genuine and smile as you greet

them. Hand them a menu as you seat them. Please do not leave a menu in an empty space for a

person who is joining the party late. Each guest should be handed a menu separately.

Watch over the dining room closely during service and communicate with the wait staff. Make

sure that the guest=s needs are being met, and that the servers are performing their duties correctly

and efficiently.

If a problem arises, (i.e. tables not being taken care of properly), you need to decide what to do.

You should talk with the server assigned to that table and make your decision from there. Be sure

to communicate to the Instructor what the problem was and what your solution was.

It is your responsibility to close the dining room at the end of each day of service. All unused

glasses should be turned over, used linens removed, dessert tray and ice liner should be removed.

Turn off the music, transfer the telephone to voicemail, take the reservation book and tip basket

with you. Turn off the lights and lock the doors.

Remove the cash drawer with all the money and together with the cash register slips, charge slips,

etc., reservation book and tip basket, take all to the office and put the money, etc., on the cabinet

by Irene=s desk and the reservation book on Laurie=s desk.

Back-of-the-House Duties

Oversee the set-up of the back of the house. Make sure everything looks neat and fresh, and that

there is enough to get the Restaurant through lunch. Remember, we may need back-ups.

Check: butter – make sure there is enough

salad dressings

milk & creamers

drink garnishes - lemon

iced tea

coffee – taste it

roll baskets with proper napkin folded

bus station

roll warmer - 150

tongs for the rolls

white board with daily specials listed

During service, you need to communicate closely with the wait staff. Make sure that the servers

are performing their duties correctly and efficiently and that the guest’s needs are being met.

You must be aware of what stage of service your wait staff is at all times. You must be ready to

step in to assist a server at any time.

During a rush it may be necessary for you to run the cash register for the wait staff in order to

expedite service to the guests. You must be ready to step in and serve as cashier, or as wait staff,

if required. Remember, there should always be a staff member in the room.

After service, it will be your responsibility to oversee the clean-up. Make sure everything is clean

and put away, desserts are wrapped, reach-ins are clean and wiped out, rolls are put up on the

front line, and everything is in its proper place. Once all this has been accomplished, you may

then dismiss all students for lunch.

HOUSE MANAGER PROJECTS

In addition to the tasks outlined in the general duties section, the Restaurant student manager will

also be expected to further their skills through a series of outlined activities. For a passing

grade, a student must complete the assigned tasks within the period they are on the front of

the house station.

Each day should include a project which demonstrates a technique and/or trains the first year

students on a service or presentation. Two of these sessions should require research and prior

preparation that MUST be approved in advance by your instructor.

A log is provided in the front of the Santiam reservation book to record the projects you have

given instruction on. First year students will be required to demonstrate the techniques learned.

Examples of possible projects: (These are minimum requirements for wait staff)

a. Napkin folds appropriate for presenting food in/on.

b. Russian service for a selected table or two.

c. Research and demonstrate how to Acrumb@ a table

d. Demonstrate how to open a wine bottle properly and supervise student=s

learning this skill. Pour wine without spilling.

e. Demonstrate AFrenching@ of rolls and supervise student=s learning this skill.

f. Set up a mock job interview for first year students and critique their

performance.

g. Present to the first year students a mock negotiation with a supervisor for a

raise.

h. Lead a discussion about good and poor ways to reprimand subordinates.

i. Demonstrate how to change a tablecloth during service.

j. Table-side cooking, i.e., mise en place, technique, final presentation of dish.

EXAMPLES OF TABLE-SIDE COOKING PROJECTS:

(These are just a few of the possibilities for table-side dishes.)

Crepe Suzette Bananas Foster

Cherries Jubilee Peche (peach) Flambe

Poire (pear) Flambe Crepes Surprise

Table-side Coffee Canard (Duck) Montmorency

Caesar Salad Truite (trout) Meuniere

Steak Diane Fettuccine Carbonara

Steak Poivre Saltimboca Romana

More suggestions are: Stemware: Purchasing, Care, Items no longer in use

Linens: Purchasing and/or Care

China for Restaurants

Flatware for Restaurants

Carving Techniques

Finger Bowls

Japanese or Chinese Tea Service

Cigars service

Liquors or Cordials

Santiam

Restaurant

Lab Grading Procedure

LBCC CULINARY ARTS DEPARTMENT LAB GRADING PROCEDURE Station - Santiam Restaurant 1. PROFESSIONALISM - 25 Points

Teamwork Attendance/Punctuality Attitude Appearance Prepared for Class

2. MANAGEMENT - 15 Points

Time Task Coordination Preparation for Service

3. EXECUTION - 20 Points

Organization Follows Procedures Adhearance to Standard Rules of Service

4. FINAL PRODUCT - 10 Points

Etiquette (Spoken, Non-Verbal, Telephone) Customer Relationships Communication

The above criteria are the basic foundation skills that we will use to formulate grades. Meeting the above criteria at minimum acceptable levels will result in a "C" grade. A higher grade will depend upon to what extent you exceed these standards. Likewise, a lower grade will be determined by the degree to which you fail to meet these standards. The following percentages will be used as guidelines:

100%-90% - A 89%-80% - B 79%-70% - C 69%-60% - D

Below 60% - F

SANTIAM EXECUTION GRADE GUIDELINES

20 Points Possible Sub-Standard (0-13)

Met Standard (14-15)

Quality Performance (16-17)

Exemplary Performance (18-20)

*Does not know menu changes or specials *Uses equipment incorrectly *Improper mise en place *Makes no effort to correct improper use of kitchen/dining room terminology *Uses improper procedures with expediter when picking up food *Does not know tables in station

*Knows any menu changes and/or specials prior to service *Does table set up with care and accuracy *Adhears to standard service techniques *Makes sincere effort to improve specific skills *Consistently tries to use correct kitchen/dining room terminology *Communicates well with fellow students and instructors *Observes correct sanitation procedures *Knows tables in station

*In addition to previous: *Asks for specific knowledge regarding menu changes and/or specials *Consistently has correct mise en place *Shows some mastery of correct kitchen/dining room terminology *Shows proficiency in standard service techniques *Practices non-required special service techniques

*In addition to previous *Uses menu changes and/or specials knowledge to inform guests *Always has correct mise en place *Fluent in kitchen/dining room terminology *Shows mastery in standard service techniques *Shows mastery of non-required special service techniques *Asks to do special projects

SANTIAM

MANAGEMENT GRADE GUIDELINES 15 Points Possible

Sub-Standard (0-10)

Met Standard (11-15)

Quality Performance (12-13)

Exemplary Performance(14-15)

*Dining Room not set up for service on time *Front or Back of house set-up incomplete *Omits standard procedures *Not coordinating items needed in advance *Questions and resists changes *Cannot be relied upon to follow through on tasks *Fails to combine tasks *Because of improper preparation, needs to get mise en place during service

*Front and Back of house set-up complete and on time *Takes steps to combine tasks for better efficiency *Listens well and accurately executes written, oral, and demonstrated instructions *With moderate supervision is able to prioritize & sequence tasks to ensure quality service to all tables in station *Knows daily specials and informs guests of them *Can complete multiple tasks while meeting deadline and maintaining quality *Shows flexibility and ability to adapt to changing circumstances with direction *Generally follows through on tasks *Can operate cash register satisfactorily

In addition to previous: *Functions independently *Consistently combines tasks for better efficiency *Consistently works ahead for future production *With little additional supervision is able to prioritize and sequence tasks to ensure quality service to all table in station *Consistently follows through on tasks *Quickly completes set-up then, when asked, takes extra steps to enhance dining room ambiance *Uses suggestive selling techniques to sell daily specials to guests *Can operate cash register with competence

In addition to previous: *Helps others with sequencing and prioritizing daily tasks *Always combines tasks for better efficiency *Plans ahead for not only daily needs but for special projects *With no additional supervision is able to prioritize and sequence tasks to ensure quality service to all tables in station *Always follows through on tasks *Quickly completes set-up then takes extra steps to enhance dining room ambiance without being asked *Uses flair to sell daily specials to guests *Can operate cash register with speed and competency

SANTIAM PROFESSIONALISM GRADE GUIDELINES

25 Points Possible

Sub-Standard (up to 17)

Met Standard (18-19)

Quality Performance (20-22)

Exemplary Performance (23-25)

*Dirty/wrinkled uniform *Does not contribute to teamwork *Attitude not conducive to learning *Projects incomplete *Does not know the packet Information *Not shaved *Inappropriate jewelry *Strong perfume or aftershave *Poor hygiene *Smells of smoke *Inconsiderate of staff or fellow Students *Rude behavior *Immature or irresponsible actions *Off task/off station

*On time *Attire neat, clean and complete *Works well as a team member *Attitude promotes a positive environment for student and others *Projects are complete without being reminded and with a moderate amount of further instruction *Students knows the information in the packet; i.e., table numbers, cash register procedures, menu, etc. *Is pleasant and helpful to customers and fellow students *Student exhibits mature and responsible attitude

In addition to previous: *Grooming is "crisp" *Recognizes when to jump in and help others and does so while keeping up on own projects *Projects are completed with little further instruction *Shows strong self motivation *Relates packet information to daily operation *Notices ways to be helpful to customers and fellow students and staff

In addition to previous: *Grooming & attire show pride *Consistently completes assigned projects and helps others *Researches and executes special projects in addition to regular work *Uses packet information to improve daily service *Anticipates needs of both self and others and takes steps to meet these needs *Helps to promote learning in others

SANTIAM FINAL PRODUCT GRADE GUIDELINES

10 Points Possible

Sub-Standard (0-6)

Met Standard (7)

Quality Performance (8)

Exemplary Performance (9-10)

*Delivers wrong food to guest *Food not delivered to guest in timely manner *Guest asks more than once for anything *Does not replace silverware when needed *Does not show Dessert tray *Does not follow procedures i.e. not using liners, etc. *Tables not taken care of in timely manner *Customers not satisfied with service

*Pours accurately with correct portion *Correct food delivered to guest in a timely manner *Guest does not have to ask for anything *Silverware is replaced when needed *Sets food in appropriate position *Shows Dessert tray *Addresses customer with proper language *Makes an effort to market menu items to customer *Customers are satisfied with service

*In addition to previous: *Addresses customers with confidence *Shows skill at marketing menu items to customers *Removes unneeded tableware throughout service *Customers are very satisfied with service

*In addition to previous *Addresses customers with flair *Shows creativity and innovation (within guidelines) at marketing menu items to customers *Customers are extremely satisfied with service

Santiam Restaurant

Professional Uniforms

& Personal Hygiene

PERSONAL HYGIENE - WAITSTAFF PERSONAL HYGIENE Every professional in the Culinary field must be aware of the necessity of maintaining a high standard of personal hygiene. The following standards are mandatory:

Hair: While in Dining Room Service class, hair must be pinned, braided, or short and neat and clean.

Beards & Mustaches: Students without beards and mustaches must be clean shaven at all times. (Keep razor in locker if necessary) Beards are not to protrude more than 2 inch from the face and must be neatly trimmed and clean. Mustaches must be trimmed so they do not grow below the lips.

Hands: All persons must wash their hands upon entering Food Service area. It is necessary to wash hands between stations throughout the kitchen. It is always necessary to wash your hands after using the restroom. No nail polish of any kind may be worn.

Jewelry: For safety and sanitation reasons, NO rings, bracelets, or watches may be worn on hands or arms in the food preparation areas. Additionally, other jewelry must be safe and of a conservative nature. Earrings must be small (post style) NOT dangling. Pierced jewelry must be of small post style, conservative, and cannot create any safety or sanitation hazard. There will be NO apparent tongue jewelry allowed in the Dining Room, i.e., jewelry that impedes speech, produces clicking noises, etc.

Uniform: Required in full.

Black Shoes (clean, close toed, non slip, stable platforms no higher that 1 2@ high)(NO tennis shoes)

Dark socks, or hose Black Slacks or Skirts - office professional length. White Shirt or Blouse - Must be pressed. You may want to consider a

cotton/poly blend. Black Bow Tie Bistro Apron (will be furnished)

PERSONAL HYGIENE - MANAGER PERSONAL HYGIENE Every professional in the Culinary field must be aware of the necessity of maintaining a high standard of personal hygiene. The following standards are mandatory:

Hair: While in Dining Room Service class, hair must be pinned, braided, or short and neat and clean.

Beards & Mustaches: Students without beards and mustaches must be clean shaven at all times. (Keep razor in locker if necessary) Beards are not to protrude more than 2 inch from the face and must be neatly trimmed and clean. Mustaches must be trimmed so they do not grow below the lips.

Hands: All persons must wash their hands upon entering Food Service area. It is necessary to wash hands between stations throughout the kitchen. It is always necessary to wash your hands after using the restroom. No nail polish of any kind may be worn.

Jewelry: For safety and sanitation reasons, NO rings, bracelets, or watches may be worn on hands or arms in the food preparation areas. Additionally, other jewelry must be safe and of a conservative nature. Earrings must be small (post style) NOT dangling. Pierced jewelry must be of small post style, conservative, and cannot create any safety or sanitation hazard. There will be NO apparent tongue jewelry allowed in the Dining Room, i.e., jewelry that impedes speech, produces clicking noises, etc.

Uniform: Required in full.

Shoes that are clean, close toed, non slip, and stable platforms that are no higher that 1 2@ high)(NO tennis shoes) You may also wear clean kitchen shoes.

Socks or hose Slacks or Skirts - office professional length. Shirt or Blouse - Must be clean and pressed.

It is always appropriate to wear first-year, front-of-the- house dining room clothes. Optionally, you may wear dress clothes appropriate for a fine dining restaurant. Please consult with dining room instructor for guidelines prior to the start of your rotation.